Global Fintech CS & Success Team Lead

Uplift People Consulting; Madrid; On-site; EUR 52,000 - 75,000; Full time

Job summary

Uplift is seeking a Customer Service & Customer Success Team Lead to own the post-sale journey for a global card issuing and embedded finance solution. You will combine relationship management with hands-on service leadership to drive retention, growth and cross-sell opportunities.

Based in Madrid, you will oversee onboarding, monitor customer health, lead L1/L2/L3 escalations and partner with Sales on account development, ensuring a superb customer experience across regions.

Qualifications

• Experience in Customer Success, Customer Service or Account Management within fintech or payments.
• Knowledge of card issuing, FX, payments, acquiring and/or e-commerce.
• Experience working with issuers, processors or financial partners.
• Strong commercial mindset with experience in retention, adoption, account growth or cross-sell.
• Experience with QBRs, customer health and churn prevention is a plus.
• German, a Baltic language, Slovak or Slovenian is a strong plus.

Responsibilities

• Own customer relationships following implementation and onboarding.
• Monitor adoption, spend, utilisation and overall customer health.
• Lead retention and churn prevention activities.
• Identify cross-sell, account growth and expansion opportunities.
• Lead QBRs and partner with Sales on account development.
• Lead the L1 Customer Service function, particularly during launch and scale-up.
• Oversee onboarding, product education and day-to-day customer support.
• Manage L1/L2/L3 escalations with internal teams and financial partners.
• Track customer satisfaction, response times and service performance.

Skills

Customer Success

Customer Service

Account Management

Retention & cross-sell

QBRs

German language

Job description

Uplift is seeking a Customer Service & Customer Success Team Lead to own the post-sale journey for a global card issuing and embedded finance solution. You will combine relationship management with hands-on service leadership to drive retention, growth and cross-sell opportunities.

Based in Madrid, you will oversee onboarding, monitor customer health, lead L1/L2/L3 escalations and partner with Sales on account development, ensuring a superb customer experience across regions.